NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Starting at $71 per month per user
View PricingOverview
What is NICE CXone?
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
Recent Reviews
How NICE CXone Differs From Its Competitors
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Agent dashboard (527)8.787%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)8.080%
Reviewer Pros & Cons
Pricing
Digital Agent
$71
Cloud
per month per user
Voice Agent
$94
Cloud
per month per user
Omnichannel Agent
$110
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.nice.com/websites/pricing/
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $71 per month per user
Product Demos
NICE | Show Me the Demo
www.nice.com
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is NICE CXone?
NICE CXone empowers brands to deliver the ultimate customer experience on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX.
NICE
CXone is a cloud platform with native applications for ACD/IVR, omnichannel
routing, workforce engagement management, knowledge management, digital and
self-service channels, interaction analytics, and AI models for automation and
continuous improvement.
With
NICE CXone, organizations can orchestrate every type of interaction—from voice
and digital messaging to chatbots and social media—and deliver AI-driven
experiences with Enlighten, proprietary AI developed specifically to optimize
CX.
NICE CXone Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
NICE CXone Screenshots
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
| Supported Languages | Bulgarian, Chinese Simplified, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Egyptian Arabic, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Saudi Arabic, Spanish, Swedish, Thai |
NICE CXone Downloadables
Frequently Asked Questions
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
NICE CXone starts at $71.
Reviewers rate CRM software integration highest, with a score of 9.3.
The most common users of NICE CXone are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews and Ratings
(830)Attribute Ratings
Reviews
(276-300 of 578)Companies can't remove reviews or game the system. Here's why
June 07, 2021
My NICE CXone (formerly NICE inContact) Review
NICE CXone is just being used by the customer service department. When going remote due to Covid, we were unable to answer phones from home and we were not going to do so on our personal phones even if we had the number hidden. CXone allows us to take care of customers over the phone which limited the contacts we had at the start of remote life.
- You can rewind and fast forward voicemails
- You can call customers while listening to the voicemail instead of listening, writing the number down, and then calling
- Has a nice clean interface
- At least for our company, you do not have the option to accept calls after you have taken the first one as it automatically picks up and there is no setting to stop this
- Logs out quickly when going on break for a few minutes
- It would be nice if it could recognize when there isn't a voice as there are sometimes "voicemails" left with no message
June 07, 2021
Easy to use and great reporting
We use this system to keep calls monitored (dropped calls, answering calls, and where the agents are in terms of after call work or on inbound)
This system allows us to see who is available to take a new call or see who is out of adherence. Makes it easier for management and agents to see what's going on
This system allows us to see who is available to take a new call or see who is out of adherence. Makes it easier for management and agents to see what's going on
- One screen view of calls
- Allows us to real-time monitor agents
- Just issues sometimes with it not connecting or reporting in real-time
June 07, 2021
It's nice to have NICE.
NICE CXone (formerly NICE inContact) is being used by all the departments across the whole organization. We use this application to assist banks who [are] having issues with their application or software that the company owns. This is the tool that we use when clients [report] an issue with the application that they purchased from us.
- It's user friendly.
- Easy to navigate.
- It has this function where it shows you what the client is saying on the other line.
- It will be better if the app has this feature in which it makes a sound or notification that a call just came in. There's a low beeping sound when a call comes in, so you always need to wear your headset so you'll know once you got a call.
June 07, 2021
Always looking for improvements
NICE is being handled by our department to make contact with customers in a quick and practical way. The analyst [is]
able to locate himself within the tool in question, so that he does not have difficulties when he needs to be fast [and] we do not lose the level of our services provided.
able to locate himself within the tool in question, so that he does not have difficulties when he needs to be fast [and] we do not lose the level of our services provided.
- Good connections
- Practical for Darius use
- Very simple to use on a daily basis
- Uses very good image to share
- Uses always simple and objective image
- Stay connected longer
- Be more practical to locate for the 1 time of use even with "press here"
- More specific reports
NICE is being used throughout the organization. I really like NICE because we who work with the call center are always in contact with the customer and NICE makes this a lot easier, as calls don't drop or fail, making our work [better], efficient, and effective.
- Video calls and call.
- Regulate break times well.
- Manages the time worked.
- I don't really like having to put +55 on every call.
- NICE could have a program that warns about the break time because many times we forget to take the break and end up pushing the limit.
- Sometimes the line changes out of nowhere.
June 07, 2021
NICE of all
It is being used by the entire organization, from technicians to management. We contact customers and partners when we identify fraud or attempts, and we also receive calls from customers and the call center when the customer himself identifies unusual behavior in checking account or credit card transactions that are being improperly approved.
- Good sounding calls
- It doesn't [fail] often
- Easy understanding
- Mute button too close to end button
- Two clicks when finished
- Delay to initiate call
NICE CXone (formerly NICE inContact) is being used throughout the company, including all departments where contact is needed. We use it to contact customers and carry out our service through it. Through NICE CXone (formerly NICE inContact), we can put the call on hold and other necessary functions.
- The system layout is very clean and fluid, allowing agility in service.
- The connection is clean, has great quality.
- It is fast, both to open and to perform tasks.
- I don't think it's necessary to enter 55 before the phone, in a way it slows down a bit.
- It should have a function that registers our [users] with the department so that we don't need to select each time we make a call.
- It should have the function of aligning with our scales the Nice itself to remind us of our breaks.
June 07, 2021
NICE CXone (formerly NICE inContact) features
The whole organization uses it for taking calls of customers, having good experience with it. [...] This software is helping really [well]. The agent reports option gives you a [really] good check on your performance and [helpful] in some cases when you have to prove something to higher authorities.
- Outbound calls
- Chat option
- Team option
- Agent reports
- Messages
- Team member status
- Crashing sometimes
- Few bug fixes
- Metrics
June 07, 2021
The company is fundamental.
NICE CXone (formerly NICE inContact) is being widely used in the company, in every operation, to make connections. It handles bank account business.
- You make very good calls.
- The department can have information on how long users stay on each call.
- Getting all calls registered.
- Yes, with a smaller screen.
Using Cisco Webex has been a very big help in breaking down communication barriers within the organization. We hold multiple meetings on a daily basis, and since the beginning of the Pandemic it has been imperative to maintain productivity and continued the flow of our day-to-day business so being able to function efficiently and effectively. Having Cisco has been a key element in assisting with this.
- Easy to use; easy to install.
- Little to know technical issues.
- As step up in the right direction to making your business run more smoothly.
- Being able to link and function with other systems.
June 06, 2021
inContact is the way to go!
NICE CXone is currently being used with my department. We take inbound calls to assist those who work within our company. We have many people from across the country reach out to our call center where we take the time to assist our reps with their current issues out in the field. It is nice to have a system run smoothly that allows us to help our people in a timely manner.
- Smooth running.
- Captures data needed for reporting.
- Helps figure out areas of improvement regarding timing.
- Not staying logged into MAX if the browser closes.
- Finding a way to pin the NICE CXone number.
- Finding another platform to move away from Skype.
June 05, 2021
Best product
I've used NICE for a while now. It really helps me manage my time and my aux issues. NICE helps me manage my breaks and my lunches. The previous Cisco platform seemed outdated. This software is much better.
- Managing my breaks.
- Managing my lunches.
- Helps with Aux.
- Easy to use
- When it doesn't go down.
- When it works.
June 05, 2021
NICE CXone, great for call management
We use it in several Depts, mine is between 40-50 people. We use it for Chat, text, calls and emails from customers. it helps us get the requests to the available reps to help customers the quickest.
- Manage inbound requests.
- Records interactions for auditing purposes.
- Reporting metrics for coaching and planning.
- Text channel can be improved.
June 05, 2021
Easy at home work integration
We use NICE in some departments. It has been helpful to us since we have been working from home during the COVID-19 pandemic. We are able to still make and receive calls from customers by routing calls to our cell phones or landlines. It has also helped in availability.
- Routing calls to a phone number of your choice
- Routing calls within the company
- Showing agent status
- It seems to close randomly which is time consuming to restart the dashboard.
- Sometimes it does not connect the call properly.
- At times there seems to be a lag in the conversation from one side to the other.
June 05, 2021
NICE is more than nice!
We use it as our main contact hub i.e. where we take the calls and monitor how many calls are incoming. This is for all departments too, even internal transfers. We also use NICE CXone for our scheduling and our breaks etc. for all employees. These systems help us track our performance and targets as well as manage a team orderly.
- Monitors contact and targets
- Allows easy communication between teams
- Easy to manage workload and prioritize roles
- Perhaps more graphs and visual representation of live stats
- Overview of the days roles and activities
June 04, 2021
A system that stands out
NICE CXone (formerly NICE inContact) [is] being used as a phone solution for incoming and outcoming calls for agents working from home, addressing the costs of phone lines, and items, it also helps to monitor your activity and productivity for both you as an agent and the company managers, I have never had issues so far with the software.
- No delays
- Multioption
- Detailed activity and productivity
- In browser does not accept firefox
- There is no app we can use
June 04, 2021
NICE CXone (formerly NICE inContact) is Awesome
A few years ago WOW updated our systems and now most everyone in the company that I work closely with use NICE CXone (formerly NICE inContact). NICE CXone (formerly NICE inContact) helps to have all department contacts in one place. [It's] a digital phonebook for our company.
- Digital Phonebook, all numbers are in one place, just type in name
- Call volume control. U can see all the kinds of calls in the [queue]
- Great call quality
- Compatible with most wireless headsets
- Clearing line 1 if the call drops while on a 3 way call
NICE CXone (formerly NICE inContact) is the main way we interact whit our clients. It's used across a variety of departments and helps us to reach our customers, our business partners, or even whit agent support. If we need some kind of assistance in the journey, is usually very helpful the way that we can see in real-time the amount of personal available and the time of waiting beforehand.
- It has a lot of ways for personalization about the tools available inside the program
- Its easy to find pre-loaded contacts and skills
- It creates an seamless way to contact costumers and partners
- The main thing that i think has room for improvement will be in the audio area, at least they should make easier to find the volume control.
- It has some bugs at the time of handling 2 simultaneous calls and try to reach to the costumer again, sometimes the call back option its not available as it should.
- Could be nice to had the preview of another call even if we don't need to call the other department meanwhile we are in 2 calls.
June 04, 2021
Easy all in one call center access
We use NICE CXone (formerly NICE inContact) to take all calls from travelers and coworkers. This creates a one-stop location for all employees to answer, see and know exactly what is coming and going for calls. We are able to see at a quick easy glance what calls are holding, coming in, and going out. This [addresses] the issues of who is there and what staff are currently working on.
- Organize all calls
- Clear call reports
- Easy access to call activities
- Who logged in first
- Reports for call monitoring be able to read
- See what report is most used
June 04, 2021
NICE CXone (formerly NICE inContact) Review
I like that I am able to see when I go on break. But the only issue I have is that my schedule for when I come in and leave is never correct. My supervisor has to keep calling every day to change the times we come in and leave so that the system can adjust the break times and lunchtime. I think that is really great that the system lets you put in time requests, see if they have been approved, and lets you see all your clocking-in info.
- Time off requests
- The system having our times correct for when we are supposed to come in and leave.
June 04, 2021
Why NICE lives up to my expectations!
The company I work for uses NICE CXone (formerly NICE inContact) to receive calls from the general public. We can not just receive calls, we can transfer calls, do a different college to make sure our customers get the right satisfaction and leave the call happy.
- Able to receive calls
- Able to transfer calls
- Able to put customers on hold
- If the customer is on hold for a little while, the time [should] be extended so the call doesn't cancel due to inactivity, so this doesn't drop the call.
- Add more colors for people with visual impairments(Background)
- A keypad system to not just do inbound, but outbound
June 04, 2021
NICE CXone (formerly NICE inContact) Review
The entire organization uses NICE CXone (formerly NICE inContact). These are [for] external calls and others.
- The tool is extremely fast
- The tool is extremely dynamic
- The tool is simple and practical
- Layout improvement
- Colors to choose
June 04, 2021
NICE inContact--so NICE!
It is being used by the sales department, customer service department, and other departments within the company.
- Interface is presentable
- Easy to use
- I think additional statuses should be added.
- Instead of clicking NEW to make a call, it should be labelled as a phone logo instead.
June 03, 2021
Easy and simplified
The NICE CXone (formerly NICE inContact) is used by the entire company, where we make calls and check the work schedule.
- It is easy to use
- Has no problems as a dead system
- Your appearance is pleasant
- When the connection is made, the sound of disconnection is unpleasant
- Simplify the way you make calls
- Simplify my scale area
June 03, 2021
NICE is nice
NICE CXone (formerly NICE inContact) is being used as a connection between IT and the users. We use the system to log in and take calls to assist with [a] customer account, tech, and other issues. NICE CXone (formerly NICE inContact) addresses the issues of user disconnects, agent performance, and call abandonment. The system allows us to see all agents, calls holding, groups [you] are in to take calls, and how many calls you've taken. It also allows us to see information on the calls after they are taken.
- Agent performance charts
- Calls Holding
- Groups for calls
- Connection issues with cell phones
- Properly adding communication devices to receive calls
- Errors in connections with users